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Supplies escalation requirements

Before proceeding, make sure to fill out the Main escalation information requirement.

Gather the primary requirement for supplies issues.

Requirement and relevanceHow to obtain

Cartridge part number and date code

 

The information is important for failure analysis investigation.

End‑user provided

Starter toner or Aftermarket toner cartridge?

 

The information is important for failure analysis investigation.

End‑user provided

Device Statistics pages – should reflect the suspected cartridges

 

The information is important for failure analysis investigation, especially for YIELD complaints.

End‑user provided

Menu Settings pages

 

The information is important for failure analysis investigation, especially for YIELD complaints.

End‑user provided

Event log

 

The information is important for failure analysis investigation.

End‑user provided

Example pages of bad print quality

 

The information is used if dealing with print quality complaint.

End‑user provided

SPECIALIZED REQUIREMENTS

For Customer Supplies Escalations supported by a Field Service Engineer or Account Manager, please post your concern on the "Supplies Central - Ask an Expert" Yammer feed. Laser supplies Customer Experience Engineers will then respond with additional questions and information to generate a customer escalation.

  • For LEAKING complaints / picture of leaks, send cartridge AND imaging unit.
  • In case the Supplies Engineering team requires the suspect cartridge(s), samples can be shipped to the following address:
    • For EMEA Region customers – Budapest office: Lexmark International Technology Hungaria Kft. 1095 Budapest Lechner Ödön fasor 8. Millennium Tower III. 2. floor Hungary Attn: Customer Experience
    • For customers on ANY other regions – Lexington Office:
    • Lexmark International Attn: Supplies Customer Experience Engineering 740 W New Circle Rd. Bldg 032/035 Dock TSC Laser Supplies Analysis Lexington, Ky. 40550

LEGACY ID: FA870

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